**Job Title -**Workplace Service Delivery Analyst (CL11) – CRM_Service Desk - Corporate Functions Management Level: CL11

Location: Bangalore

Must have skills:

• Excellent communication skills and ability to lead conversations with stakeholders.
• Reports/Dashboards and Analytics
• Process Improvement/Innovation
• Stakeholder Engagement.

Good to have skills: Workplace Experience; Service Now functional knowledge.

Experience: Minimum2 year(s) of experience is required

• Educational Qualification: Graduate in any discipline

Job Summary:

The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams.To work in a high performing centralized environment aiding virtual customers.

Deliver Workplace services within agreed time, quality, and cost.

Roles & Responsibilities:

• Respond to and process requests via calls, emails, and tickets in line with defined processes and policies.
• Process and validate workplace services or finance transactions using relevant tools and documentation.
• Ensure accurate end‑to‑end transaction management, from request initiation to closure/payment.
• Identify, resolve, and escalate discrepancies, disputes, inaccurate, or aging transactions as required.
• Maintain clear and accurate documentation in line with business and process requirements.
• Generate, validate, and maintain operational reports, dashboards, scorecards, and ad‑hoc requests.
• Provide insights on transaction trends, customer behavior, and process impact across teams.
• Actively contribute to process improvements, including design, implementation, and continuous optimization.
• Operate in compliance with Accenture Operations Excellence (OPEX) standards and guidelines.
• Deliver a customer‑focused experience through strong verbal and written communication skills.
• Quickly learn and adapt to new applications, tools, technologies, and operational processes.

Professional & Technical Skills:

• Graduate or equivalent with 4–5 years of experience in shared services, transaction processing, workforce management, or related domains.
• Working knowledge of space utilization, facilities management, and supervisory principles.
• Strong verbal and written communication skills with the ability to influence and negotiate effectively.
• Customer‑focused mindset with a strong service orientation.
• Proficiency in MS Excel.

Additional Information:

• Work closely with the Workplace Leadership and external partners/consultants across multiple geographies and market units.
• Stakeholders: Market Unit Leads, Workplace Leads

About Our Company | Accenture

Experience: Minimum2 year(s) of experience is required

• Educational Qualification: Graduate in any discipline

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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